Sales Operations & Support Coordinator II

Job Description

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don’t just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what’s possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it’s about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you’ll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee’s unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.
  
  

Position Summary

This position is responsible for enhancing the customer experience and relationships and provide Sales support by overseeing significant sales order volume (~50M) with resellers, national VAR’s, direct end-users, and OEM accounts focused on E&I orders. The coordinator must maintain balance between corporate policy/procedures and customers’ needs. It includes providing an exceptional level of customer service to all Vertiv Sales Representatives and Factory Direct Offices (FDOs).

Job Responsibilities

• Process all standard E&I orders from regional assignments.
• Processes after-invoice adjustments in a prompt manner to avoid unnecessary credit hold to customers.
• Processes Return Material Authorization in a prompt manner to avoid unnecessary credit hold to customers.
• Understands Bill of Materials and processes standard Configuration and auto-config on all product lines.
• Verifies completeness of orders by checking customer purchase order details, i.e. addresses, prices, quantities, part numbers, descriptions, etc.
• Handles specialized queries from customers.
• Investigates orders and provide solutions on AR-related disputes.
• Ensures Order-to-Cash processes are completed efficiently.
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• Assists customers in handling, servicing, follow-up, communication, and closure of issues.
• Completes workload on time. Monitors if transactions are processed in a timely manner.
• Implements error-proofing method to ensure all transactions done are accurately.
• Participates in conferences calls, meetings and discussions with customers.
• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
• Coordinates with other teams/support to complete the request of customers.
• Monitors team service level and assists in workload distribution.
• Conducts team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
• Handles specialized queries from customers.
• Investigates orders and provide solutions on AR-related disputes.
• Assists colleagues in answering general escalations from customers.
• Reviews Alice reports to monitor sales order progress, backlog, identify order delays, shipment holds, and contract and credit holds, and take necessary steps to notify customers.
• Records and submits periodic and/or quarterly transaction records, log sheets and/or trackers.
• Plans, executes, and manages own workload and projects in cooperation with line leaders.
• Assists in leading team meetings, huddles, and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings.
• Manages team common mailboxes and delegates tasks to colleagues.
• Gathers data, analyses trend, generates and submits reports to line leaders with recommendations.
• Uses effective communication tools like flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information, and respond to queries/requests coming from different levels.
• Responds to all order inquiries from Management, Manufacturing, Traffic, Material.
  
  

Job Qualifications

• Bachelor’s Degree of any 4-year course
• 2-3 years’ experience in Customer Service
• 2-3 years’ experience with Vertiv Customer service environment
• Customer Focus
• Action Oriented
• High Attention to Detail
• Good communication Skills
• Able to prioritize and operate proactively.
• Amenable to work 5days on-site and night shift schedule.
  
  

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength
  
  

OUR BEHAVIORS

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example
  
  

About The Team

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability.